Connect your Ultra Box/Ulti Box today and get the full value for your subscription. We believe we can provide you the best entertainment experience in Malaysia, and it all starts with connecting your box to the internet.

Want to enjoy these features for free?

• Continue watching Astro even when it’s raining.
• Binge-watch and catch-up to 110,000 videos on-demand from Malaysia, Hollywood, Korea, China, Bollywood and more anytime.
• Create multiple profiles in your house to enjoy a personalized Astro experience, with shows recommended to you based on your interest. There is a Kids-friendly version for your little ones as well.
• Rewind, pause and fast-forward shows and matches so that you will never miss another moment.

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STEP 1

On your remote, press the HOME button and the home menu will be  displayed on top of your screen.

STEP 2

Navigate to Settings.

STEP 3

Scroll to Network Settings and press "OK". Select New Wi-Fi Connection and press "OK".

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STEP 4

Select your Wi-Fi network and press "OK". Please enter the password to connect to your network.

STEP 5

You have successfully connected when this screen appears.

The RM15 monthly rebate (before Govt. Tax) will be applicable to all on-going Multiroom Smart TV subscriptions until further notice. However, in the event of rebate expiry, Astro will notify impacted customers in advance via email or SMS. To update your contact details, please reach out via a feedback form here.

STEP 1    

Check your current software version on your box.

If the software version updated (Refer to Table 1) , proceed to STEP 2.

If software version different from Table 1, click here for Software Update guide.

Once software is updated, tune to the impacted channel.        

If issue persist, proceed to STEP 2.

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STEP 2  

Run Test Satellite Frequency.    

Click here for the guide.

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If dCSS Scan Entrypoint Success, proceed to submit report here.

Guide to submit report:    

At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".

Fill up all the required information and submit.    

Please indicate if you agreed  to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).    

You will receive appointment details via SMS within 48 hours.

If dCSS Scan Entrypoint Fail, proceed to STEP 3.

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‍STEP 3    

Proceed to Update Satellite Frequency.

Click here for the guide.
Once completed, tune to the impacted channel.

If issue persist, proceed to submit report here.

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Guide to submit report:    

At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".

Fill up all the required information and submit.    

Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).    

You will receive appointment details via SMS within 48 hours.

For customers with the Ultra or Ulti Box, you are required to return only the Astro box along with the Smart/SIM Card. There  is no requirement to return the remote control, power cables or satellite  dish/outdoor unit (ODU).

For customers on other Boxes, you are required to discard them (and their accompanying devices such as the Smart/SIM Card) only at registered collection centers for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection center near you.

Want to return or recycle your satellite TV devices? It's simple and free!

Here's what you can do with your unused satellite TV devices:

If you have an Ultra or Ulti Box, you may:

1. Return your device to us via Arranged Pick-up:

Step 1: Please call Astro's Contact Centre at 03-9543 3838 to schedule an arranged pick-up by one of our Astro agents.

Step 2: Just sit back and relax! Our courier partner, Citylink will come to your doorstep, dismantle the satellite dish for you and retrieve the devices.

 2. Return your device to us via Dropoff:

Step 1: Please gather your device(s) and click here to find a Customer Service Centre (CSC) or Astro Authorised Retailer (AAR) near you.

Step 2: Don't worry, it's free! Simply walk in during opening hours and hand over the device(s) to one of our Astro agents.

Note: An installer's visit is required to dismantle your satellite dish. However, if you have a Box or other satellite TV devices at home that do not require dismantling, you may walk into any of our authorised dealers and hand them over to the agent.

If your Satellite TV device is NOT an Ultra or Ulti Box, you may:

1)   Recycle your device:

For all Ultra or Ulti Boxes, please return them to Astro via drop-off at a CSC or AAR near you or schedule a pick-up appointment via 03-9543 3838.

For other older Boxes or Satellite TV devices, you are required to discard them only at registered collection centres for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection centre near you.

Note: Upon termination of your Astro service, all Ultra and Ulti Box customers are required to return their devices to Astro. Failure to do so within 14 days of termination may incur a fee of RM100 (not inclusive of Govt. Tax). For customers on all other boxes, please discard your box only at registered collection centres to ensure we all play our part in protecting the environment.

Frequently Asked Questions

Arranged Pick-Ups

1) I missed the pickup appointment; what do I do now?

Our agent will make two attempts to retrieve the device(s) and dismantle your satellite dish within a period of 14 days, failing which the penalty of RM100 (not inclusive of Govt. tax) would be imposed.

2) Can I reschedule my pickup date?

Yes! Please call Astro's Contact Centre at 03-9543 3838 to reschedule your pickup date.

3) My old devices do not require dismantling; do I have to pack them before handing them over to the delivery agent?

Please pack your device(s) in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the delivery agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

4) Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent. All you have to do is get your device(s)ready before the Astro agent arrives to ensure a smooth handover process.

5) I have an old/unused satellite dish at my home and I am not an Astro customer; can I still schedule an installer visit to dismantle and return it?  

Yes! Not to worry, you can still schedule an installer visit to dismantle the satellite dish from your home.

Drop-offs

1) Do I have to pack my device(s) before handing it over to the Astro agent?

Please pack your device(s) in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the Astro agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

2) There are no Customer Service Centre (CSCs) or Astro Authorised Retailers (AARs) near me; what do I do now?

Please opt for courier pick-up if there are no CSCs or AARs near you. Call 03-9543 3838 now to schedule a pick-up appointment by one of our courier partners if you are holding an Ultra or Ulti Box For non-Ultra or Ulti boxes, you may recycle your box at a registered collection center. Click here to find a registered collection center near you.

3) Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent. All you have to do is hand the device(s)over to the agent and you're done! You will also receive an acknowledgment slip after successful handover.

4) I found my Box and Smart card, however, the cable(s) that came with it is lost; will there be any penalty fees?

No, please return your old Plug & Play Boxes and Smartcard. There will be no penalty fees if the cable is damaged or lost.

Recycle via Registered Collection Centres

For all recycling-related questions, please click here.

Still Need a Hand?

Not to worry, we are only a phone call or a message away! Call or WhatsApp our Customer Contact Centre at 03-9543 3838 and an Astro agent will be available to assist you immediately.

Settlement of total outstanding balance is to be made prior to any of the request.

Please ensure that you have subscribed to the mentioned channel.
If you're subscribed to this channel, follow below steps.

STEP 1
You need to refresh the signal on your box.
Refer to Refresh signal of your box guide.

STEP 2
If issue persist after 30 minutes, proceed to submit report via WhatsApp or Feedback Form.

To request for a move, you may choose to:

1. Self-serve by logging in to My Astro app and follow the steps below:

Step 1: From Account tab, choose Installation address under Subscription.
Step 2: Click "Relocate”.
Step 3: Verify your identity via OTP.
Step 3: Fill in the OTP that you receive and proceed by clicking "Verify"
Step 4: Confirm the Address, a support ticket will be created.

2. Submit your feedback via below link: https://support.astro.com.my/feedback-form

Step1: Choose Feedback Type

• Type: Technical issues
• Issue: I want to enquire about installation/ relocation

Step2: Fill in the form and click “Submit” support ticket.

STEP 1

On your remote, press the HOME button and the home menu will be displayed on top of your screen.

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STEP 2

Navigate to Settings.

STEP 3

Navigate to Menu Language and press "OK".

STEP 4

Navigate to your preferred language selection and press “OK”.

For more information about the Astro Fibre App, you may click here for a detailed user guide.

WiFi router and fibre modem will be replaced upon checking and verification by Astro's Contact Centre /installer. It will be replaced without additional charge regardless contract tenure.

Your cloud recording space will revert to 200 hours by default. If your current recordings exceed 200 hours, the system will delete the exceeded hours once you have stopped the Astro GO+ subscription starting with the oldest recordings first.

Yes, if a device is faulty due to customer's negligence, it is subject to a penalty fee for each device:

• WiFi router: RM200

• Fibre modem: RM500

• Mesh WiFi: RM200/unit

Tap on the "Account' tab on the navigation bar and scroll to "Billing' section. Tap on "Bill Statement' to view any bill statement up to six (6) months.

Astro Multiroom service mirrors all content from your primary subscription, except selected Special Interest and pay-per-view channels such as Astro First/Best movies.

For customers with Multiroom box, the Plug & Play setup with Astro Broadband will not have access to NHK World. The Plug & Play setup without Astro Broadband will not have access to NHK World.

Currently, this change affects SMS bills only. Other SMSs such as (but not limited to) bill reminders, payment notifications, promotional SMSs or technical appointment reminders will still be sent to you if applicable.

No, the Service Tax is a tax payable entirely to the Government. Astro acts as a collection agent for the Government.
 

The amount you're charged depends on:

• Your contract period and how long's left of your minimum term from the date your subscriptions end, calculated in months.
• Your current box type - Ultra or Ulti/Other Astro Boxes
• The packages you subscribe to, including App services such as Disney+ Hotstar and Netflix

Of course not! It is a value added service introduced for your convenience. You will only be billed for any package take ups or service upgrades, which will be reflected in your next Astro invoice.

The different light colours on your Astro Ultra Box or Ulti Box informs you on the phase the box is going through.

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1. Ultra Box magenta light / Ulti Box purple light - Your box is turned "On". ‍

Press the Home button to launch Video On Demand and stream anytime or press channel number on your remote.

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2. Ultra Box / Ulti Box orange light - Your box is on "Standby" mode.

Your box is ready to be turned "On" or leave it in this mode to receive new software updates.

3. Ultra Box / Ulti Box blinking orange light - Your box is booting up.

Please wait a few minutes for the box to start.

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4. Ultra Box / Ulti box blinking blue light - Your box is downloading a software update.

Please wait a few minutes for the download to complete.

Astro Fibre is only available with Fibre infrastructure and does not support copper wire infrastructure.

Yes, your charges during the deferment days will be pro-rated and reflected in your next bill. Please note that due to the recent requested change in your Astro account, the expiry date for your Disney+ Hotstar (3-months pass) subscription has been deferred to xxx (date) to consolidate the final monthly subscription pricing.

If you're trying to visit a website and it won't load, but others do, there could be a variety of causes. If the site itself is down, there's not much you can do but wait.

If you can load the site on other computers or devices (make sure you try different means of connecting to the internet), there may be an issue with your computer or network.
you may have to get your hands a little dirty.
 

1. Try loading the site on a different device.
   • Try loading the website on your phone or on another computer. If the website loads on the other device, the problem lies with your computer.
   • If the website doesn't load on another device, the problem is either with the network or the website itself.
2. Restart your computer.
   • ​​Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
3. Try loading the site in a different browser.
   • There may be some settings configured incorrectly on your browser. Try a different web browser to see if you can load the website.
4. Temporarily disable your antivirus program.
   • Your antivirus software may be interfering with your ability to load certain websites.
   • Try disabling the software and then loading the site again. Make sure you enable it again once you have identified the problem.
5. Reset your modem and router.
   • Traffic to or from a certain website may be getting tripped up by your modem or router. Resetting these devices may allow you to access the website again.
6. Check your computer's date and time settings.
   • If your date or time is set incorrectly, you may not be able to connect to secure (https://) websites.
   • Check your computer or mobile device's clock to make sure that it is  set to the correct time and date.
7. In the event the problem persists, please provide below details for further escalation:
   • List of websites effected.
   • Run the Speed Test  via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
   • Run the Traceroute Test - Please click here for Traceroute Test guideline.
   • Run the Ping Test -  Please click here for Ping Test guideline.
   • Once you've gathered all the results, kindly send them all through the Feedback Form below.

Quick Info
A Speedtest is a service that provides free analysis of Internet access  parameters, such as connection data rate.
A Ping Test shows how long it takes for packets to reach host.
A Traceroute Test traces the route of packets to destination host from our  server.

Mesh WiFi network refers to a unified wireless network that is formed by utilizing inter-connected WiFi nodes (Mesh devices) placed throughout the house.

Please ensure that you are using the correct ID for eKYC submission.

For Malaysians :

1. Please ensure you are using MyKad or MyTentera.

2. Capture the front and back of your ID.

3. Ensure that there is no glare when capturing the photo.

4. Ensure that are capturing it in a bright room to have the highest picture quality.

5. Please do not cover your ID when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

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For Malaysian Permanent Resident and Other Nationality :

1. Please use Passport only.

2. Please capture your whole passport, which has your personal information on it and your signature.

3. Ensure that there is no glare when capturing the photo.

4. Please do not cover your ID with your when capturing it, as it may impact the OCR  Optical Character Recognition accuracy.

Yes, you can go to "Account' and scroll to "Subscription' and select TV pack. You may reach out to us via WhatsApp at 03-9543 3838 for more details.

If you accidently clicked “delete my account” on the Astro Fibre app, you will bedirected to submit a request via Feedback Form as the image below.

If you submit a request, our Astro representative will get back to you within 3 business days to learn more about the issue(s) you are currently facing with the app. Customers may proceed to permanently delete their account during the call if they wish. Once complete, your Astro ID will be deleted and you will be unlinked from all Astro apps and services including partner apps that are associated with your Astro ID including Astro GO, My Astro, Astro Awani, Syok, beIN SPORTS CONNECT, iQIYI, TVBAnywhere+,HBO GO, Gempak, XUAN, Astro Ulagam etc.

You may create another Astro ID by following the steps here and re-link your new account to all Astro apps and services, including partner apps.

Please first ensure Disney+ Hotstar access is included and has been activated as part of your Astro subscription. Once you have completed your activation process, you can enjoy Disney+ Hotstar on the Ultra box with these simple steps:

• Step 1 -Press "Home' on your Astro remote control. On the apps rail, select "Disney+ Hotstar' app > OK > My Account

Multiroom discount rates will be removed upon splitting the account.

By default, all Astro Fibre customers will receive a Private IPv4 or IPv6 address. However, customers who would like to subscribe to a fixed IP service can do so by contacting our Customer Service Centre at 03-9543 3838 for Astro Fibre’s Fixed IP service for only RM5/month.

Please follow the steps below to retrieve your Astro ID:



Note: Only Astro customers whose Astro ID is linked to their subscription can retrieve their Astro ID this way. Otherwise, you would need to create a new account.
 

Regular (DTH) customers can watch Astro without an Internet connection. If you have selected Plug & Play setup option, a minimum speed of 10Mbps/device is required to enjoy a good HD viewing experience on Ultra/Ulti¯Box and 30Mbps/device for 4K UHD viewing on Ultra Box. However, if you have selected the Regular (DTH) option, the internet speeds above are recommended to enjoy a good viewing experience for On Demand and Astro Cloud services.

The all-new Astro Fibre is Astro's own internet service whereby customers would be able to enjoy the Astro content over the internet via wireless connection along with high-speed internet service ranging from 50Mbps - 800Mbps.

While Astro & Broadband offers Astro content in partnership with Maxis Fibre Broadband or Allo City Broadband for customers to enjoy the best entertainment through Astro while staying connected with high-speed internet.

Call our contact centre 03-9543 3838 or visit us at astro.com.my.